Effective immediately all specialists are to walk all their customers up front and ring them out at the register. They are cutting back on the number of cashiers.
We received the memo yesterday confirming this. The only exception is if you have another customer then you can send them up front to a register.
We were told the reasoning is that we’re running a business and part of that is cutting cost. And there won’t be as many cashiers this year.
Many times, multiple pro accounts will arrive simultaneously for stock product. The main goal is to get them in and out quickly. We simply have no time to invoice everything. Lowe's new corporate office is truly missing the main points of customer service and sacrificing it for meaningless statistics and metrics. If all 3 are pro cc holders, then who cares who invoices it? The Pro dept gets the credit anyway. Another way to micromanage individuals, and to throw meaningless statistics at us.
Meanwhile, while corp focuses on bs stats that mean nothing, all our pro deliveries were botched through incompetence and we lost 3 accounts!
Corporate is so focused on nonsense that they are oblivious to whats leaving out the e back door! For every new pro account we open, 3 long time big spending ones are leaving for Home Depot.
Most customers don't need assistance. They need to hire someone who knows what they're doing or Google it. Kinda like going to a grocery store and asking a worker how to bake a souffle and where are all the ingredients.
I'm a cashier and get talked to if I am more than 6 feet away from the cash register area, while trying to help a customer.
Staffing is very thin on our front end. Most evenings, Cashiers/Customer Service Desk: 1 Head Cashier, 1 Lumber, 1 regular, 1 Self-checkout, 1 Returns, 1 Customer Service (maybe). Was so thin last night, the HC was pulling internet orders, the customers were there to pick up, that had not been pulled.
At my store there is always an excessive number of cashiers at the front while we are short staffed on the floor.
Sales floor associates are covering 2, 3, sometimes 4 departments while we have 2, 3, and sometimes 4 cashiers at the end of their lanes helping customers; “customers need assistance in aisles 5, 6, and 8” was a page the other day.
I told the store manager, having cashiers page isn’t helping, having them help a customer is helpful.
Yes, they’re running the business into the ground!!!